TikTok Shop - Moderation Quality Assurance Program Manager
Responsibilities
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. The Moderation Team is part of the GNE organization. Our mission is to create the most trustworthy E-commerce platform with a delightful service experience. We are looking for a Moderation Quality Assurance Program Manager to design, streamline, and optimize our operational processes, driving improvements in overall moderation quality.
This role requires strong analytical skills to interpret data sets, identify opportunities, and recommend enhancements. Success in this position depends on the ability to apply advanced lean process methodologies, standardize workflows, and ensure our QA functions operate with efficiency and consistency at scale.
Responsibilities:
- Build, optimize, and standardize operational procedures using lean process methodologies to elevate moderation QA performance.
- Streamline and document workflows (including offline/online QA, RCA analysis, and QA analytics) and cascade them across global QA teams.
- Evaluate, prioritize, and promote process-improvement projects, serving as the process subject-matter expert.
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- Oversee and support local QA operations, providing optimization insights and ensuring alignment with global standards.
- Collaborate with QA leaders and training teams to identify blockers and resolve them through process-driven solutions.
- Contribute to cross-functional projects, brainstorming initiatives, and providing recommendations from a process and QA perspective.
- Actively participate in operational and strategic projects as needed.
Qualifications
Minimum Qualifications:
- Bachelor's degree in Business Administration, Operations, Project Management, or a related field.
- Proficiency in English and Spanish is required for the role.
- 5+ years of hands-on experience in e-commerce, online safety, quality analysis, or a related field.
- Proven experience in program or project management roles.
- Experience with quality management tools and risk assessment methodologies.
- Excellent coordination and communication skills across multiple cross-functional teams.
Preferred Qualifications:
- Familiarity with e-commerce compliance requirements and internet governance management.
- Ability to work independently and lead projects effectively.
- Advanced degree or certifications in project management or quality assurance is a plus.
- Detail-oriented with strong organizational skills and the ability to manage multiple priorities.
- Strategic thinker with a proactive approach to problem-solving.
- Strong analytical skills with the ability to interpret complex data sets and trends.
Perks and Benefits
Health and Wellness
- Health Insurance
- Dental Insurance
- Vision Insurance
- HSA
- Life Insurance
- Fitness Subsidies
- Short-Term Disability
- Long-Term Disability
- On-Site Gym
- Mental Health Benefits
- Virtual Fitness Classes
Parental Benefits
- Fertility Benefits
- Adoption Assistance Program
- Family Support Resources
Work Flexibility
- Flexible Work Hours
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Pet-friendly Office
- Happy Hours
- Some Meals Provided
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
Financial and Retirement
- 401(K) With Company Matching
- Performance Bonus
- Company Equity
Professional Development
- Promote From Within
- Access to Online Courses
- Leadership Training Program
- Associate or Rotational Training Program
- Mentor Program
Diversity and Inclusion
- Diversity, Equity, and Inclusion Program
- Employee Resource Groups (ERG)
Company Videos
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